ServiceNow Custom Training for ITSM processes
Creating customized blended training on ServiceNow, including instructor guides, clear presentations, short tutorial videos, and interactive live sessions led by experienced trainers.
Case Study
Company card
About the customer:
The company operates in four main sectors: mobility, consumer goods, industrial technology, and energy/building tech. It’s one of the world’s top automotive suppliers by revenue.
Industry: Mobility, Industrial Technology, Consumer Goods and Building Technology
Headquarters: Germany
Employees: 400 000+
Executive Summary
Teiva Systems developed and delivered customized blended training programs on ServiceNow, tailored to the client’s specific needs. These programs included comprehensive resources for instructors, engaging presentations, tutorial videos, and interactive teacher-led lectures. The training covered key areas such as Fundamentals, Configuration Management and CMDB, Incident Management, Service Request, and Change Management. By bridging skill gaps and enhancing employee readiness, Teiva Systems enabled the client’s workforce to adopt the new system confidently, improving efficiency and driving operational success.
Business Challenge
The client faced limited acceptance of the new platform due to a lack of experience and familiarity with its features and functionality. Additionally, training materials and sessions needed to be developed concurrently with the platform’s implementation to ensure that agents and process owners were adequately prepared to operate effectively from the system’s go-live date.
Solution & Business Value
We delivered a comprehensive project plan supported by a structured and standardized training approach with clearly defined deliverables. Each training module was developed as a standalone, standardized course, incorporating a presentation, video tutorial, instructor-led live sessions, and Q&A discussions. The modules were thoughtfully designed to ensure accessibility and relevance across various user groups. Key training topics included ServiceNow Foundations, Change Management, Incident Manage Incident Management, Request Fulfillment, and CMDB.
Value for End Customers:
Our tailor-made training solution has significantly enhanced the user experience by providing well-structured, user-friendly content along with personalized instructor support. This elevation in user experience has led to increased employee satisfaction and acceptance. By facilitating the step-by-step transition of core ITSM processes to the ServiceNow platform, our role as a strategic training partner has added substantial value to our client’s operational efficiency and success.
Technologies and Tools
A comprehensive set of training materials was developed, including presentations, video tutorials, live sessions with employees, and Q&A sessions. To enhance efficiency and cost-effectiveness, AI voice technology and professional voice-over services were utilized in the production of the video tutorials, ensuring high-quality and engaging training delivery.
Talk with our experts
For USA
Raphael Holdermann
Co-founder & Chief Customer Officer at Teiva Systems USA
Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.
Dach region (Germany, Switzerland & Austria)
Kostya Bazanov
Co-Founder & Director at Teiva Systems Germany
Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.
Other countries
Oleksii Konakhovych
Co-Founder & CTO at Teiva Systems
Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.